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Complaints ProcedureCustomer service form

The practice operates a complaints procedure as part of the NHS system for dealing with complaints. It meets the national criteria. If you have a complaint or concern about any service you have received from a doctor or other member of staff, please let us know as soon as possible.

WHAT THE PATIENT NEEDS TO DO

Should you have a complaint, please speak with the receptionist first, should they not be able to remedy the situation, please ask for a message to be passed to the Manager.  Should the matter need for the Manager to be involved this will be escalated to her immediately, please see below as to how you can expect the Manager to deal with the matter.

Many problems can be sorted out quickly at the time with the person concerned. However if this is not the case and you wish to make a complaint, we have a clear procedure to help resolve the problem, please help us to help you by informing us as soon as possible either at the time or within a week of the incident.

WHAT THE MANAGER WILL DO

The Manager dealing with your complaint will acknowledge you within 3 working days to confirm that they are investigating your complaint and aim to provide you with a response within ten working days of the date we were made aware. Depending on the nature of the complaint it may be necessary for a meeting with the people involved.

The manager will aim to:          

• Find out exactly what happened and what went wrong

• Make it possible for you to discuss the problem with those concerned

• Ensure you receive an apology where appropriate

• Identify what we can do to make sure it does not happen again

PLEASE BE ADVISED THAT THE MANAGER CANNOT COME DOWN TO RECEPTION UPON YOUR IMMEDIATE REQUEST, PLEASE FOLLOW THE GUIDELINES ABOVE

COMPLAINING ON BEHALF OF SOMONE ELSE

We adhere strictly to the rules of medical confidentiality. We need written permission from the patient concerned before disclosing details to any other person. Should you have any problems please ask to speak to one of the managers who will be happy to explain.

COMPLAINING TO THE LOCAL CLINICAL COMMISIONING GROUP

If you do not feel able to raise your complaint with us or you are dissatisfied with the outcome of the practice investigation, you should contact the Patient Advice and Liaison Service (PALS) at Douglas Mill, Bowling Old Lane, Bradford, BD5 7JR. You can contact the team on 01274 237555. For advice and help in making a complaint you may wish to speak to (ICAS) you can contact them on 0845 120 3734

PARLIAMENTARY AND HEATH SERVICE OMBUDSMAN

Ultimately, if you remain dissatisfied you may wish to speak to the Parliamentary and Health Service Ombudsman to review your complaint. This should be done within six months of receiving the final response to your complaint from the practice.

You can contact the Parliamentary and Health Service Ombudsman at Millbank Tower, Millbank, London, SW1P 4QP or visit the website on www.ombusman.org.uk or by telephone 0345 015 4033.

Community Services

We have a number of community services based within our building, you will need to contact the service directly to make a complaint about the service, care or treatment you have received. Please see below contact information, if you are unsure who to contact please contact the service directly or a member of the practice team may be able to help direct you to the correct person but please be advised that the community services only use a room here at Tong Medical Practice so we may not have the information you require.

Services provided by Bradford Teaching Hospitals e.g. Physiotherapists, Audiologists, Bradford Royal Infirmary, St. Luke's Hospital, Westwood Park Hospital, Eccleshill Hospital, Westbourne Green Hospital and Shipley Hospital. You can contact the Trust PALS Office on 01274 364021.

Services Provided by Bradford District Care Trust e.g. District Nurses, Health Visitors, School Nurses and Mental Health. You can contact the trust PALS Office on 01274 408600. 

 
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